The Customer is King??

Today, I probably had one of the worst customer service experiences imaginable.

I approached an ice cream truck to buy ice-cream for myself and my children. I gave my order, which included a dipped cone, to the saleslady. I watched her do a poor job of filling my cone, almost drop it and then attempt to 'dip' it in the chocolate coating, which in turn was done even more carelessly. When she handed it to me, I could not contain my shock and disgust and politely requested that she prepare another cone. She responded by telling me, she would not give me another one. I then withdrew my order for the ice-cream altogether. This incredibly rude and belligerent woman snatched the ice-cream from me and called me a fool as I walked away. I asked her what she said and an argument ensued, in which I told her that she had no customer service skills and should be ashamed of herself for conducting herself in the manner in which she was doing. I also told her I would be contacting her company and filing a complaint.

This is just another example of the incredulously poor customer service that seems to be a part of the Canadian business landscape. Unfortunately, customer service does not appear to be of much importance to these companies. For them, it's about the bottom line. Make money and don't worry about how the customer is treated.

My husband, in an interview (with a manager at a very popular and well established Canadian department store-the oldest corporation in the world) was asked what he thought was the most important element to make one a successful sales associate. He responded that he thought it was having good customer service. The manager responded by laughing and then proceeded to tell him that 'they' were not in the business of providing customer service and that 'they' don't care about customer service. He continued to say that the most important element of the job (in order to be a successful sales associate) is making the sales, making the money.

The old adage, 'the customer is always right' should hold true to businesses. When the bottom line is all companies are after, in the end, it's not only the consumer that loses out, it's the companies as well. I will not be buying ice-cream from the ice-cream truck again.

Happy Shopping!!

Receiving excellent customer service

You know good customer service. It’s the service when nothing goes wrong. You get a lukewarm hello from the CSR (customer service representative), he/she gives you your product, finds it, completes your transaction or handles your complaint. They wish you a nice day, you thank them, you take your product and walk out.

THEN there is excellent customer service. This is the service you receive that you tell your friends about, email the manager about and makes you a repeat customer. Below is a list of things to do, to go from receiving good to excellent customer service.

1. Smile at the customer service representative.

2. Ask THEM how they are. (You would be surprised, how many surprised looks you get when you turn the script on them.)

3. If the CSR is wearing a nametag, refer to them by name. This will also come in handy, if you are given incorrect information. You then have a source to refer to.

4. Make eye contact when speaking.

5. Speak slowly, enunciate your words and be direct.

6. Have a command in your voice. Sound confident about what you are saying.

7. Know what you are saying. If you are unsure about a product you are looking for, try to describe it to the best of your ability. Don’t be afraid to use body language, hand gestures, etc. to describe the product.

8. Be prepared. If you are returning a product, have the product with you and any receipts, and if possible, the original packaging, no matter how destroyed it is. Explain what your issue is with the product, ie. doesn't work, wrong colour, changed my mind, etc.

9. Control the volume of your voice. Too quiet or soft and you appear timid, if you’re too loud, you appear aggressive. Find a medium tone.

10. Don’t interrupt the CSR when they are speaking. (You don’t like being interrupted, so don’t do it to others, besides, you might miss important information.)

11. Thank them. It’s a small thing, but it makes all the difference.

Happy Shopping!!